Smart Outsourcing
Proven Results
Perch Connect is a contact centre outsourcing provider supporting UK businesses from our centre of excellence in Durban, South Africa. Powered by a partnership with Procera, we deliver operational cost savings while improving performance and quality.
Customer-Centric Approach
Perch Connect is a wholly owned subsidiary of UK financial services company, Perch Group. Perch Group (and its subsidiaries) services over two million regulated and unregulated consumer accounts. Perch Connect already provides Perch Group with over 100 customer interaction experts. The existing team operate within a robust governance structure, aligned with consumer duty, ensuring fair, transparent, and customer-focused solutions.
Highly Skilled Workforce
Our Connect team comprises a group of experienced and specifically trained professionals, equipped to manage complex and sensitive customer interactions with UK clients. Each team member undergoes training programs focused on compliance with UK regulations and customer-centric service delivery. This specialised training ensures that our staff can navigate intricate issues with clarity and precision while maintaining a high standard of professionalism and empathy.
Scalability & Flexibility
Perch Connect is a joint venture with Procera, a well-established outsourced business services provider boasting a workforce of over 2,500 employees based in Durban, South Africa. This partnership empowers us to offer highly scalable and adaptable solutions tailored to the dynamic needs of our clients. Whether facing seasonal demand fluctuations, rapid growth, or shifting operational priorities, our model allows for quick and efficient scaling of resources, both up and down, without compromising on quality or performance.
Cost Efficiency
Our experienced teams deliver exceptional value by managing complex customer interactions at a fraction of the cost, typically less than half, compared to maintaining an equivalent in-house operation. Through our streamlined processes, optimised workforce structure, and the advantages of operating from a cost-effective location, we help clients significantly reduce their operational expenses. Importantly, these savings are achieved without sacrificing service quality, compliance, or customer satisfaction.
Services
Customer Service
Responsive, professional, and polite; our omnichannel service teams are dedicated to delivering consistently high-quality customer experiences. Our focus on first-contact resolution not only addresses issues efficiently but also builds trust and long-term loyalty with every interaction.
Collections
From early arrears to litigation support, our collections approach is both compliant and compassionate. By combining regulatory expertise with a respectful, customer-centric tone, we help clients recover outstanding balances efficiently without compromising brand reputation.
Sales & Retention
Whether it’s converting leads, upselling, or reducing churn, our skilled agents are focused on driving revenue growth through customer-focused sales and renewals support. With specific training and a deep understanding of customer needs, they engage effectively to close deals and strengthen relationships.
Back Office Processing
We manage a wide range of essential administrative functions, including payment processing, data management, account updates, and documentation. Operating seamlessly behind the scenes, our back office support ensures that day-to-day operations run smoothly, enabling our clients to focus on core business activities with confidence.
Sectors
Banking & Financial Services
We provide trusted support to major banks and lenders through high-compliance, customer-first servicing that aligns with strict regulatory requirements. Our teams are trained to meet the rigorous standards of the financial services industry while delivering the responsiveness and care today’s customers expect.
Retail & Motor Finance
From customer onboarding to arrears management, we provide multichannel support tailored to the unique needs of the retail and motor finance sectors. By combining efficiency with a personal touch, we help our clients build lasting customer relationships and drive consistent results across the entire account lifecycle.
Debt Purchase
With extensive experience in managing both owned and purchased debt, we deliver recovery strategies that are effective, compliant, and customer-sensitive. Our proven approach ensures consistent outcomes by balancing strong performance with a focus on maintaining customer goodwill.
Utilities & Telco
We manage complex, high-volume customer queries with a blend of efficiency, accuracy, and empathy. Our teams are equipped to handle everything from billing inquiries to technical support, ensuring quick resolutions and a positive customer experience.